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Account Servicing Portal Procedures

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What is covered in this video?

• Account Registration [Account Servicing Portal]

• Update Username [Account Servicing Portal]

• Change User Password [Account Servicing Portal]

• Update Email Address [Account Servicing Portal]

• Update Primary Contact Information Request [Account Servicing Portal]

• Pay Bill (Phone, Check, Portal) [Account Servicing Portal]

• Payment Arrangement – Change Due Date [Account Servicing Portal]

• View Billing Statements [Account Servicing Portal]

• Register for ACH [Account Servicing Portal]

• Opt out of ACH [Account Servicing Portal]

My EverBright Portal Procedures

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What is covered in this video?

• Register at MyEverBright: How to resend portal invitation

• How to add or update your ACH (payment / billing) info [MyEverBright Portal]

PTO Related Issues

EBH Ticket Training - PTO Related Issues.mp4

What is covered in this video?

• How to handle concerns from homeowners about their system installation Pre- PTO

• How to Re-assign PTO Related Tickets

• PTO Queue Clean Up

• Pause Payments

• Installer Payment Arrangements

PayOff Quotes, Refinancing, & UCC Lien Removals

EBH Ticket Training - PayOff Quotes, Refinancing, & UCC Lien Removals.mp4

What is covered in this video?

• Pay Outstanding Balance / Payoffs

• Refinance - Request for removal of the UCC lien

• Payments and Amortization of EverBright Products

• Refinance

• UCC Filing Fee (Homeowner)

• How to handle Payoff Request copies from Account Servicing

Common Request Types

EBH Ticket Training - Common Request Types.mp4

What is covered in this video?

• How to handle a Maintenance Request call

• Homeowner's guide to Federal Solar Tax Credit

• Home Sale

• How to Handle: Homeowner Wants to Cancel their Contract

• Concert Workflow Cancellations

• HubSpot inquiries - Installer or Homeowner Request to Join Everbright

• How to handle mail returned tickets

• How to Handle Death/ Deceased Homeowner - SOP

• Spanish Speaking Homeowner Support SOP

• Installer unresponsive to Homeowner or Support

• How to handle homeowner concerns about credit consent issues

• How to Handle Payment Deferment Calls

• Escalating Complaints